ComplaintsforMarley Spoon Inc.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I downloaded the Marley Spoon app. I created an account. I reviewed some of their meal offerings, but did not submit an order. My bank was charged *****, which I have disputed. The next day, i receive a text from Marley Spoon saying my "order" has been boxed for delivery. Immediately I phone Marley Spoon customer service, *****. I ask her what they were shipping me as I had not finalized an order. She said I did and i would continue to be billed weekly. I asked her not to deliver anything as I had not ordered anything. I asked her to cancel my membership at once. I asked her to reverse the charge of ***** made to my bank account. She said she would cancel my membership but there was nothing she could do to cancel the delivery of "the order". I asked to speak to a supervisor. She informed me it would take up to 24 hours for 1 of her 6 supervisors to call me back.This is a predatory app created solely for the purpose of ripping off as many gullible people reeled in by the name ***************************. Maybe she didnt spend enough time in prison the first time to have learned a ******* I am a 67 year old semi retired caregiver who gets 805.00/month social security. *************************** is not on my listvof payees.

  Business response

  02/01/2023

  Hi ******, thanks for reaching out. We're sorry for the experience that you've had with our service, this is not the experience that we strive to provide for our customers. We offer our customers the option to view our menu, without making any commitments or inputting any personal information, up to 4 weeks in advance. When you sign up for our weekly subscription, you are automatically enrolled in weekly deliveries. There is an email address that is also sent as soon as our customers sign up to inform of this. Unfortunately, given the fact that the account was not cancelled, and we were not contacted prior to the order entering the production process, we are unable to issue a refund. Furthermore, our case managers work on the cases received in the order that they arrive. Getting back to our customers is of the utmost importance, however, it is not always possible to get back to our customers right away, given other responsibilities that they are also attending to, to ensure our service is always improving. We truly are sorry for any inconvenience caused by this, rest assured that your feedback will be sent internally to our team to ensure that our processes are improved. If there is anything else with which we can assist you, please don't hesitate to email us at *********************************** chat, ******** chat, or speak with an agent at ************. All the best.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not receive the box . I called the carrier and they advised me they would not be able to help resend a box or refund , when I asked for a manager I was told there is not one to speak with

  Business response

  01/11/2023

  Hi ********, thank you for reaching out. We're extremely sorry to hear about your experience with your most recent delivery. Upon reviewing your case and account, we were able to see that your address wasn't updated before the cut-off for your January 9th delivery. Also, an email was sent to the email associated with your *************************** & Marley Spoon account on December 30th informing you that you would receive a box the following week and giving you the option to update your box and change the address up to 6 days before your delivery day. We also confirm that your address was updated for future deliveries on January 10th, by one of our agents, as per your request. Our records show that a case manager has called you, left a voice mail and emailed you after. In conformity with the decision of the case manager, unfortunately, we're also unable to provide the refund for this order, nor resend a replacement, as we give you the possibility of editing every detail of your orders, including the delivery address, on your account. Please feel free to reach out to us at any time if there's anything else we can do to help but, yet again, we want to extend our apologies over this experience. All our best.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was subscribed to Marley Spoons weekly delivery service. My meal box was delivered to my backyard for unknown reason and without notification, not found by ** until over 24 hrs from delivery. I have contacted marley spoon about this and other issues but was given no solution and further attempts to reach out have been ignored. I want a refund for the $75 meal box that was entirely unusable. There was video from our security system showing the driver dropping the box in the backyard.

  Business response

  12/12/2022

  Hi ******, thank you for reaching out to us. I'm so sorry to hear that your delivery instructions weren't followed on your November 2nd delivery, which led to you only finding the box on the following day and its contents were no longer of great quality. Your feedback was passed internally to our logistics team and to the shipping partner. To make up for the inconvenience caused, I have gone ahead and issued a $75.93 refund back to your payment method, however, this may take up to 7 business days to reach you. If you need any additional assistance, don't hesitate to reach out to our friendly customer communications team. All the best!
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My box arrived unusable. I had four recipes and the meat packet for one of the recipes was opened, so raw meat juices spilled all over the produce. The boxes should be packed better and the meat packages need to be better sealed and separate from produce to ensure this doesnt happen again. I was only able to use 1 of the 4 recipes I ordered, and for that recipe I could make, some ingredients were missing! It was very frustrating and messed up my meal planning. I reached out to customer service and its been multiple days with no response. I get that they are unusually busy, or whatever they claim, but I would like a refund since I cant even use the products. What a waste of unusable food, and I will not be trying Marley Spoon again

  Business response

  11/23/2022

   Hi *****, thanks for your feedback. We are really sorry for the damaged and missing ingredients. We have passed your comment to our procurement and production team to make sure it may never happen again. Furthermore, we have also refunded the initial payment of $46.58. It may take up to 7 business days to show in your account. We are sorry for the inconvenience caused by this. Please contact our customer service through the live channel if you need any further assistance. All the best.  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used to order with them more than 2 years ago - I moved to my new address. I reinstated service with them. I updated my new address within 2 minutes of reinstating my account. They are saying that I needed to manually change the upcoming orders to my new address. It makes sense for the system to automatically update the new address for all future orders. They are only willing to give me a 50% refund.

  Business response

  10/20/2022

  Hi, thanks for your feedback. I'm sorry to hear you're unhappy with the way our system is set up regarding address changes. I have confirmed with our team you received an email confirming this change and also letting you know that the address update could not be applied to some of your orders. This is because when an address is updated, the same delivery time or day might not be available, therefore, we need you to confirm these changes and manually update the address for those particular orders. In spite of this, I can see you've been offered half the cost of this box as a gesture of goodwill. At this point, unfortunately, we're unable to offer any further compensation. Please don't hesitate to get in touch with our customer care team should you have any other questions or concerns. All the best.

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Admit your system is flawed and give me the refund that I deserve.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for food delivery. On 9/26 was charged $36.37 to be delivered 10/12. ***** said package was damaged in shipping so no delivery. Called company to be told I needed to wait a day. Asked to have subscription stopped. Next day called back as delivery had not come. Was told they would issue refund. Never received. On 10/13 they charged my account $62.74 after I had said to stop subscription. When I called they refused to refund and told me yo go online to cancel. To date no refund has been received and no items have been delivered.

  Business response

  10/18/2022

  Hi *********, thanks for getting in touch with us. I'm so sorry to hear about the issues with your delivery. I can see that your first box was fully refunded, and that the price of your second box was adjusted so it would have the exact same cost as your first delivery. This was done to ensure you enjoyed your promotion in full. In regards to the cancellation, unfortunately, we couldn't find any request on our end to cancel your subscription before the billing of your second box, which is why you were billed for it. If you have any other issues or concerns, don't hesitate to get in touch with our friendly customer care team, who will be happy to help you! All the best.
  

  Customer response

  11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This was resolved only because my bank intervened.  Every customer service rep I spoke with would not offer this  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,I never received my first box from Marley Spoon that was scheduled for delivery 10-10-2022. I have received no tracking updates for that box as of 10-12-2022 and it has not been delivered. I have since been charged for a second box for the week of 10-17-2022. I no longer want this box due to the previous delivery issues and my overall dissatisfaction with MarleySpoon.I have attempted to contact **************** via phone and via e-mail (twice) with no success.I cancelled my subscription and I would like to request a refund for both the first and second box. This was a disappointing and frustrating experience. I will be returning to your competitor for meal kits for their ease of delivery and for their efficient customer service.I would appreciate your attention to this request at your earliest opportunity. Thank you!

  Business response

  10/12/2022

  Hi *********, thanks for reaching out. We're so sorry to hear about the issues with your first box, and for the delay in the reply from our team. While its not an excuse, weve been getting an unusually high number of queries and calls recently, and are doing our best to get back to our members as a top priority. We have requested our customer care team to have a look at your contacts as a matter of priority and you should have received an email from us already. Don't hesitate to reply back to that email should you need further help, and have a nice day!

• Initial Complaint

  09/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Approximately 2 to 3 weeks ago I attempted to skip or cancel a food delivery order, and somehow that request was not properly processed. I was not notified of a pending order, nor notified of an opportunity to select my meals in the food delivery service, so I was under the impression and understanding that the order was not going to be processed. By then see on my credit statement a pending transaction one day after the cancellation deadline of 9/7/22. I then contact the business on two different occasions and they refuse to provide any resolution or remedy for this issue whatsoever, and therefore this is an unauthorized transaction that I am not responsible for, and they should be able to resolve in some capacityeven if at the very least it was refunding my exorbitant shipping fees since they can certainly cancel shipping a box that has not been shipped and wont be shipped for a few more days.

  Business response

  09/09/2022

  Hi ********, please accept our apologies for the inconvenience you encountered with us. After checking our internal records, we were not able to find information that your order had been skipped on your end. Furthermore, we offer our customers the opportunity to skip deliveries in the settings of their account at any time and there is also the option to deactivate the subscription at any time, even after signing up should they only want to receive the first box. If neither of the actions is communicated to us to complete or done by the customer at home before the procurement deadline, then a box will be sent out as part of the weekly subscription. The cut-off to edit or skip your orders is always the Tuesday prior to your delivery day, until 11:59 p.m local time, as your boxes are billed on Wednesday at midnight. Once this date has passed we purchase the ingredients from our suppliers and pay for shipping, which is the reason we give out the deadline to our customers. In this circumstance, as you did not implement any of these actions to skip or change the order, or cancel the subscription before the deadline, we, unfortunately, cannot offer you a refund as we are not able to cancel the box. Please don't hesitate to reach out if we can help you with anything else. 

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   First of all, I was told by your representative yesterday that a cancellation can be processed after that midnight deadline (but that I still missed the last minute cancellation around 10am on Wednesday 9/7/22), so thats not accurate, and if I had received any sort of notification of this erroneously processed order between 11:59pm on Tuesday 9/6/22- approx. 10am Wednesday 9/7/22 I would have been able to resolve the issue in time. Furthermore, even if Im expected to accept this nonsense response that theres absolutely no other solutions or options to resolve the situation, why was I not offered any sort of customer satisfaction/retention options because of this issue? Why is it Marley Spoons policy to just allow their customers to be this deeply dissatisfied and forced to take a product that they did not want or have a reasonable opportunity to select and/or properly notified about the processed order AT ALL? Im well aware that your boxes are priced exorbitantly high, far beyond what the actual cost to produce or ship it is given the fact that I received several boxes as an introductory promotion with deeply discounted meals as well as shipping, so at the very least I should be offered some level of compensation and or account adjustments or future credits to offset this error, regardless of who is at fault. It feels like, as in most cases, the simplest answer is the correct one: Marley Spoon just doesnt care about customer satisfaction and or customer retention. In fact, I would even go as far as to suggest that the company is flat out banking on (no pun intended) these types of errors given the fact that you arent sending any sort of notification to your customers about a processed order in a timely fashion!

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  09/22/2022

  
  Hi ********, thank you for your feedback. Please accept our apologies for this matter. Of course, this is not the experience we work tirelessly to provide, so rest assured that action has been taken to improve our service. We can see that our team has already sent you an email addressing your concerns. If you have any additional questions, please get back to us and we'll be happy to help. All our best.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had an active subscription for 4 people, and selected meals for an upcoming week. Then, I got a shipping notification that the meals had been changed and were only for 2 people. Since the order was still 7 days away, I immediately contacted customer service. Agent **************** refused to help despite being told that we needed allergies to at least be accommodated if they were going to change the meals to something we did not select. He finally resorted to calling me dishonest and hanging up the chat session when I asked him to confirm his name. Truly awful experience, and dangerous for us to bring a box full of allergens into our home because of Marley Spoons unbelievably rude service.

  Business response

  09/07/2022

  Hello and thanks for your feedback. Please accept our sincere apologies for the experience you encountered with us. Unfortunately, by the time you contacted us, it was already past the cut-off to edit or skip your order. We have this deadline to ensure our procurement department has enough time to order your ingredients from our suppliers and farmers. However, as stated by one of our experts who assisted you earlier today, after being in touch with our production team, we were still able to put through a last-minute cancellation as an exception for your September 13 order and a full refund of $77.13 was issued on our end. Please allow up to 7 business days for the funds to post. As always, we remain here to assist you with any questions or concerns that *** arise. Best wishes!

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had set up an account with Marley spoon for the purpose of feeding my 85 year old grandmother & 65 year old disabled mother. They wanted to try new food but are very picky eaters. We tried numerous meal delivery *********** have been the least satisfied with Marley spoons food. I thought I had canceled the service, apparently I just put it on pause. I am fine with this. However, I did not receive any notification via the app I have downloaded on my phone from their service or an email that I check daily, that the service was going to be renewed. So I could cancel or at least modify the recipes to the last box. I checked my email today and I was charged $135.27 for a box I knew nothing about. Our kitchen is currently not working, I cant even **** this food for them. But the food being sent they will not be able to eat. I called Marley spoon and was told my order was on pause and not canceled, ok so they finally canceled it. But even though the box has not been shipped, and it is only Wednesday and it is not due to arrive until next week, they will not cancel or refund this. They claimed I was notified of this but I have checked my junk folder & no email is there. Regardless, the other meal deliveries do not operate this way. I am now being sent food I did not get to pick for people that are sick & on a fixed income.

  Business response

  07/28/2022

  Hello there, I appreciate you taking the time to comment on our service. We are very sorry to learn that you had problems with our service and that the resolution from our ******** Communications team offered wasn't sufficient. Our communications team received your comment and has been alerted. They will look into your issue and get in touch with you to address your concerns. Our very best.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩